Understand satisfaction data
Understanding how your customers feel after a conversation is key to improving service quality, coaching your team, and identifying friction points. The satisfactionSurveyResponses query in the iAdvize GraphQL API allows you to programmatically retrieve all responses to satisfaction surveys submitted by your customers including structured scores and open feedback.
What you can retrieve
Each response to a satisfaction survey is composed of up to three types of data:
1. CSAT – Customer satisfaction score
The CSAT (Customer satisfaction) score is a numerical rating that indicates how satisfied the visitor was after their conversation.
Scoring scale: 1 (very unsatisfied) to 5 (very satisfied)
2. NPS – Net Promoter Score
The NPS (Net Promoter Score) is a measure of customer loyalty and satisfaction based on how likely a customer is to recommend your service.
Scoring scale: 0 (Not at all likely) to 10 (Extremely likely)
Interpretation:
0–6: Detractors
7–8: Passives
9–10: Promoters
3. Free Comment – Open-Ended Feedback
This is an optional open-text field where visitors can share qualitative feedback in their own words.
Allows for:
Identifying praise or complaints
Spotting UX issues
Enriching coaching feedback loops
What the API response includes
When you query satisfactionSurveyResponses, you can access:
Conversation ID
Survey type (CSAT or NPS)
Score value
Comment (if left by the visitor)
Timestamps (response date)
Agents who participated in the conversation
The API supports filtering and pagination, allowing you to process large volumes of feedback systematically.
Ready to use it?
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